Returns & refunds policy

At DBC, we want to offer a simpler and more flexible experience than what most refurbished marketplaces provide. If a device doesn't suit you, we do everything to make the return, exchange or refund as frictionless as possible.

1. Right of withdrawal: 14 days to change your mind

You have 30 calendar days from receipt of your product to exercise your right of withdrawal, without having to justify your decision.

• The day of delivery is not counted.
• If the deadline falls on a Saturday, Sunday or public holiday, it is extended to the next business day.
• For returns without a technical defect, return shipping costs are the customer's responsibility. For defects covered by warranty, DBC Store covers the return label and insurance.

2. How to initiate a return?

No need to fill out a long form. Two quick options:

• Live chat: click the green icon in the bottom right corner of any page, then simply send your order number.
• Call: call us at 07 43 39 66 69.
• Email: write to us at contact@dbcstore.fr with subject "Return Order No. XXXX".

We respond within 4 business hours with: your prepaid label (Colissimo or Mondial Relay, your choice), the packaging guide, and the proposed pickup date.

3. Preparing your device before shipping

• Back up your data and factory reset the device.
• Unlink all accounts (iCloud, Google, Samsung) and remove the eSIM.
• You <strong>must include the printed invoice</strong> inside the package. Without it, return processing may be delayed.
• Use a rigid box, bubble wrap or foam. Bubble mailers are not accepted.
• Photograph the device and the sealed package; keep the photos until the case is closed.

4. Refunds: terms and timelines

The timeline starts from confirmation of receipt at our warehouse. You will receive a confirmation email and an update in "My account".

5. Commercial warranty: 24 months

All refurbished products sold by DBC Store are covered by a 24-month commercial warranty, 12 months more than most competitors in the industry.

Covered

• Internal technical defects
• Sudden and unforeseeable malfunctions
• Parts and labor

Exclusions

• Normal wear (battery): Imperfect and Good conditions are sold with battery ≥ 80%, this condition is accepted at purchase
• Oxidation or liquid damage
• Physical breakage or impact

We prioritize fast repairs (≤ 3 business days for smartphones/tablets, ≤ 5 business days for laptops). If repair is impossible or exceeds 10 business days, you can choose between an equivalent replacement, a 12-month store credit, or a full refund.

Shipping costs related to warranty interventions are fully covered by DBC.

6. Exceptions & refund adjustments

• Missing accessories: catalog price deducted.
• Depreciation due to mishandling: restoration quote sent before deduction.
• Personalized products (engraving, specific software configuration): right of withdrawal limited to the value of the raw hardware.

7. Lost or delayed package

If the carrier has not scanned your return within 10 business days, contact us; we will either send a new shipment or process your full refund after investigation.

8. Customer service

• Live chat: green icon in the bottom right of the website (response < 4 business hours)
• Call: 07 43 39 66 69 (response < 1 business hour)
• Email: contact@dbcstore.fr (response < 24 business hours)

Our team is available Monday to Friday, 9am to 7pm (Paris time).